Adult Social Services complaints, comments and feedback

The time limit for making a complaint is 12 months from the date that you became aware of the problem. If you are unhappy about a service or the way you have been treated, raise this with the person concerned at Wandsworth Adult Social Services or their manager, or contact the Customer Services and Information Team.

Please let us know if:

• we tell you that we will do something but we do nothing
• we take too long to do something we have promised to do
• we tell you that we cannot help you, when you believe we should
• you think a member of our staff is disrespectful
• you are dissatisfied with any other aspect of our service

As soon as you let us know that you have a concern or complaint, we will contact you to agree the best way forward.

Your complaint will be acknowledged within 3 days, whichever way you decide to make it. It will be taken seriously and all efforts takento resolve it quickly and effectively. We will agree with you the bestway to reach a satisfactory outcome and to do this we will:

• go through the reason for your complaint step-by-step to make sure that we understand your concern properly.
• let you know the name and contact details of the person who will investigate your complaint.
• ask you what you would like to happen as a result of your complaint and tell you if we think this is realistic.
• let you know when you can expect a response

We can investigate a complaint at two levels:

Quick response

We hope that most concerns can be settled by talking to the person you usually see, as they will be in the best position to find an appropriate solution. If you tell them what it is that is worrying you, they will try to put things right as quickly as possible. It is important to give them all the information to enable them to assess your concerns correctly and resolve them quickly. If you are notable to sort things out with this person, your complaint should be passed to their manager. You can do this by talking to the manager in person, on the phone, or by writing to them.

Alternatively you can contact the Customer Services and Information Team.

Full investigation

For matters that cannot be readily resolved by talking to the person you most often see - because they involve complex, serious issues or are taking too long to investigate - we will carry out a full investigation.  

The Customer Services and Information Team will work with the investigating officer to agree an action plan and discuss with you whether you might benefit from third-party assistance, such as an advocate* or another support service, and whether mediation* could help the process. We will contact you regularly - by phone, letter, emails or to update you on the progress of your complaint. Your complaint will be investigated either by a manager of a different social care service department or by an independent person who does not work for the council. Whoever carries out the investigation will compile a report, which will include recommendations for improving the service, if appropriate, andwhich will be signed off by a senior manager.

Advocacy 

An advocate is a person who supports you and helps you to explain what you want. They help you to ensure that yourviews are heard so that your problems can be sorted out. They will support you in any meetings and discuss with you the decision from Wandsworth Adult Social Services about your complaint. An advocate can be someone who is specially trained for this job or can be a member of your family, a friend or someone you feel comfortable with. In the NHS, advocacy is provided by the Independent Complaints Advocacy Service (ICAS).

For your local office visit: www.seap.org.uk/icas or ring 01424 457 601

You may also want to seek the support of your local councillor or Member of Parliament.

You can also contact the following organisation:

The Care Quality Commission

The Care Quality Commission (CQC) is the independent regulator of health and social care in England. Their aim is to make sure that better care is provided for everyone, whether it is in hospital, in care homes, in people's own homes, or elsewhere. They regulate health and adult social

care services, whether provided by the NHS, local authorities, private companies or voluntary organisations. They also protect the rights ofpeople detained under the Mental Health Act. They encourage people to comment on how health and social care services can be improved.

You can contact them if you think a service you are using could be improved or if you are worried about sharing your concerns and complaints with us.

CQC National Correspondence
PO Box 1258
Newcastle upon Tyne
NE99 5AU

Telephone 03000 616161
Email enquiries@cqc.org.uk
Website http://www.cqc.org.uk/

Mediation

We hope that most complaints can be resolved directly with you and that you are happy with the outcome. However, if your complaint is difficult to resolve, or if there is a breakdown in communication,mediation can be useful. Mediation is a good way of resolving disagreements. We will appoint an impartial mediator, who has no connection with the council, with a view to helping us reach a conclusion that all parties agree with.

The mediator may spend time meeting each party separately to make sure he/she understands the complaint issues. They may then bring both parties together to discuss the problem. This process gives everyone a chance to think about how they could put thesituation right and reach a satisfactory outcome.

Local or Health Service Ombudsman

The Local Government Ombudsman
PO Box 4771,
Coventry,
CV4 0EH

Adviceline: 0845 602 1983  - Monday to Friday 8.30am to  5pm
Email: advice@lgo.org.uk
Fax: 024 7682 0001
Website: http://www.lgo.org.uk/

If an issue is about an NHS service, you can contact The Health Service Ombudsman:

The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
SW1P 4QP

Telephone: 0345 015 4033  - Monday to Friday  8.30am to 5.30pm
Email: phso.enquiries@ombudsman.orguk
Fax: 0300 061 4000
Website: http://www.ombudsman.org.uk/

If you want to make a comment, complaint or to compliment Wandsworth Adult Social Services, you can contact us by telephone, email, or letter:

Adult Social Services
Customer Services and Information Team
FREEPOST LON 17512
Wandsworth High Street
London
SW18 2BR

Email: ssdcomplaints@wandsworth.gov.uk
Freephone: 0800 023 2011
Fax: 020 8871 7447